Senior Support Escalation Manager

Our Service Manager will be positioned and aligned with our customers as Chief Operating Officers within the account, strategically placed to ensure that we have the appropriate level of engagement to support and drive the customer's reactive support landscape and improve operational health. As your interests and goals evolve we will enable you to connect you with a diverse, thriving community that can help you grow. We are looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise. Customer Resolution: Acts as an internal expert to resolve longer running, sensitive, or escalated issues or acts as a primary contact for escalated issues on behalf of less experienced IC levels. Identifies and builds relationships with various internal and external teams and senior leaders to resolve customer issues. Leads strategic projects. Informally provides coaching, mentorship, or support to less experienced Support Escalation Managers to resolve customer issues. Leads inter-regions, cross-regions, cross-group, or account team unit (ATU) initiatives by creating plans and managing relationships with other business units to improve the customer support experience for a group of customers or a specific region/area. Acts as a subject matter expert on best practices to support the customer experience. Reviews status updates to customers and provides informal guidance to others on communicating with internal stakeholders through various channels of communication for highly sensitive or difficult issues. Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience. Proactively coordinates resources and establishes relationships to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues. Establishes and oversees the development of written protocols to ensure customer issues are resolved. Ensures existing processes are not a blocker to customer issue resolution and influences the direction of process improvement efforts with a global perspective. Manages customer and field expectations around issue response and represents the company independently. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Master's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR 9+ years technology industry, customer service, or related experience OR equivalent experience Willingness to participate in a rotational on-call support schedule, including weekend coverage as required by operational needs. Must be eligible to obtain and maintain a minimum Category 2A security clearance. Eligibility for Category 1 security clearance is highly preferred. Project management experience Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)